FLORA HOSPITALITY PROBLEM EXP04/26/2021

Problem Category Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Restaurant Breakfast
Overall Experience - No Specifics Provided 1 1
Service / Overall Experience (Slow/Over crowded)
Staff Attitude /Competence
Ambiance
Insect
Buffet Breakfast Not Available / Options 1
Smell
Price

Restaurant Lunch
Service
Staff Attitude
Ambiance
Payment Issue
Timing
Insect

Restaurant Dinner
Service
Staff Attitude
Ambiance
Slow
Timing
Insect

Restaurant Generic or Meal Period No Specified

Service
Drinks Temperature
Operating Times (Close too Early )
Price
Value for Money

Room Service Breakfast

Service Experience
Staff Attitude
Order
Slow
Wrong Order

Room Service Lunch

Service Experience
Staff Attitude
Order
Item Missing
Wrong Order

Room Service Dinner

Service Experience
Staff Attitude
Order
Item Missing
Wrong Order

Room Service Generic or Meal Period No Specified

Delivery Issues

OVERALL DINING SERVICE 2 1

Restaurant Breakfast
Quality of Food
Ran Out
Variety / Selection of Food 2
Price

Restaurant Lunch
Quality of Food
Temperature
Variety of Food
Selection of food
Price

Restaurant Dinner
Quality of Food
Temperature
Variety of Food
Selection of food

Page 1 of 14
 FLORA HOSPITALITY PROBLEM EXP04/26/2021

Price

Restaurant Food Generic or Meal Period No Specified

Quality of Food
No Buffet

Room Service Breakfast

Quality of Food
Variety of Food
Selection of food
Price

Room Service Lunch

Quality of Food
Variety of Food
Selection of food
Price

Page 2 of 14
 FLORA HOSPITALITY PROBLEM EXP04/26/2021
Room Service Dinner
Quality of Food
Variety of Food
Selection of food
Price

OVERALL FOOD QUALITY

Internet
Connection
Speed
Limited Devices
Security
Log In Issue

Television
Television
TV - Size
Variety of Channels 2 1
TV Size
Signal 1
Remote Control

Engineering
Service/Attitude
Safe Not Working
A/C Smell
A/C Issue
A/C Too Cold
A/C - Thermostat Controls
A/C Noise
A/C Not Cooling
Bulb Fused or Flickering
Bathroom Extractor Noise
Bathroom Extractor Not Effective
Shower Problem 1
Shower Rail Rusted
Bathroom Leakage /Flood
Bathroom Silicon Condition
Bathroom Grouting Condition
Water Dicoloration 2 1
Poor Water Pressure
No Hot Water
No Cold Water
Shower - Smell of Chlorine
Toilet Flush Not Working
Bath Plug Not Working
Door Lock Not Working / Door Can not Open
Phone Not Working
Iron Board Broken

Microwave Problem
Hair Dryer not Working
Lift Not Working
Lifts Slow
Iron Board Not Availabel in Room
Mini Bar Not Cooling 1
Drain Blocked
Sink Broken

OVERALL SOMETHING NOT WORKING 5 4

Reservation
Service Problem/Missing
Rate/Price Sensitivity
Breakfast Not Included

Front Office
Pre-Authorisation
Pre-arrival experience
Arrival Experience
Check-in Slow 1
Early Check-in Charges 1
No Show Charge
Sleepers Density
Not Informed about charges
Additional Taxes
Deposit upon Check-in
Wrong Room Allocation
Guest Preferences Not Acknowledged / Honoured 1 2
Billing Issue

Page 3 of 14
 FLORA HOSPITALITY PROBLEM EXP04/26/2021
Refund not processed 1
Exchange Rate - Low
Pre-Authorisation not Released
Room Keys not Working
Front Office Service/Competency/Staff Attitude 1 1
Information About Dubai Not Provided
Loyalty Guest - Lack of Recognition
Wake Up Call Missed
Departure Experience
Valet
Slow Check-out
Late Check-out Charge
Late Check-out Not Available
Luggage Delivery Not Available

OVERALL FRONT OFFICE SERVICE 3 5

Room Product
Room Small
Room Ambiance (Tired / Out-dated / Overall Condition + Dark)
Carpet/Wooden Floor - Quality/Aged 1
Sofa/Furniture - Old Condition/Broken
Rooms are not Soundproof 1 1
Room View 3
Sockets - Not enough
Bed Uncomfortable - Small
Bed Uncomfortable - Too High
Bed Uncomfortable - No specifics
Bed Small
Pillows - Not Comfortable
Pillows Too Soft
Pillows Too Hard
Pillows - Quality
Linen - Quality
Towels Old/Warn
Towels - Quality
Bathrobe - Condition/Old/Warn
No Lock on Bedroom Doors
Balcony Small/Not in Line with expectations 1
Balcony Locked
No Balcony Furniture
No Clothes Drying Facilities
Kitchen Equipment
Kitchen & Washing Amenities - Lack Off
Kitchen Out-dated
Fridge Issue
Rug
No Oven
Water Heater

OVERALL ROOM PRODUCT 5 2

Housekeeping
Room not ready on arrival 1
Towel Missing
Cleanliness - Room 3 2
Cleanliness - Floor 2 1
Cleanliness - Bathroom 2 1
Smell - Bathroom
Smell - Furniture
Smell - Smoke
Baby Cot not provided/delayed
Cleanliness - Furniture 1
Smell - No Specifics
Insect / Cockroach in the room
Cleanliness - Generic 3
HK Service (Slow, Not Efficient, Not Responsive) 2 2
HK Staff Noisy
HK Staff Hygiene
Kettle dirty 1
Amenities in the room not replenish 2 1
Amenities - Not provided 3
Guest Disturbance
DND entering a room
Cleanliness - Linen
Cleanliness - Towels
Cleanliness - Pillow
Cleanliness - Mattress
Cleanliness - Carpet
Cleanliness - Balcony
Cleanliness - Windows

Page 4 of 14
 FLORA HOSPITALITY PROBLEM EXP04/26/2021

Cleanliness - Lobby
Cleanliness - Carpet
Cleanliness - Shower 1
Cleanliness - Curtain
Cleanliness - Corridors
Smell - Room
Smell - Carpet
Smell - Linen
Smell - Bathrobe
Smell - Wardrobe
Smell - Corridor
Smell - Elevator
Smell - PA Toilets
Smell - Lobby
Smell - Air Freshener
Bathroom floor wet
Bath Mat - No Available
Laundry - Issue Not Specified
Laundry - Missing
Laundry - Billing
Missing Bath Mat
Requested Service Not Provided
Extra Bed - Quality
Extra Bed - Cleanliness
Items from previous Guest Left Behind

OVERALL HOUSEKEEPING SERVICE 17 11

Noise Internal
Noise External & Nearby Construction 2

Recreation
Staff Attitude
Service
Swimming Pool Covered
Swimming Pool Covered
Swimming Pool Small
Swimming Pool Area Too Hot
Swimming Pool Operating Times
Swimming Pool Temperature
Swimming Pool Cleanliness
Changing Room Cleanliness
Changing Room Smell

OVERALL HC AND SPA SERVICE - -

Others / General or Not Specified

Location 2 2
Hotel Overall Condition / Aged
Security Staff
Value of Money 1
Overall Hotel Facilities
Parking Facilities 3 3
Not Child Friendly
Staff Shortage 1
Online Image Deceiving
Online Information Deceiving
Staff Professionalism / Service Issues /Integrity - Generic
Management Response not Satisfactory 1
Accessibility to hotel 1
Problem Not Resolved 1
Visitor Policy
No Business Centre
Locking of Upgraded Facilities
Extra Bed Charges
Non Smoking Policy 1
Parking Not Allowed to Leave Car After Check-Out
Drinking Policy
Transportation Not Available
Feeling of Safety and Security
Corridors too hot
Hotel Overcrowded

OVERALL OTHER SERVICES 10 6

Total 42 31 - - - - - - - - - -

Page 5 of 14
 FLORA HOSPITALITY PROBLEM EXP04/26/2021
Total %

2 2.44%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
1 1.22%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

0 0.00%

3 3.66%

0 0.00%
0 0.00%
2 2.44%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%

Page 6 of 14
 FLORA HOSPITALITY PROBLEM EXP04/26/2021

0 0.00%

0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%

Page 7 of 14
 FLORA HOSPITALITY PROBLEM EXP04/26/2021
0 0.00%
0 0.00%
0 0.00%
0 0.00%

5 6.10%

- 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
3 3.66%
0 0.00%
1 1.22%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
1 1.22%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
3 3.66%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
1 1.22%
0 0.00%
0 0.00%

9 10.98%

0 0.00%
0 0.00%
0 0.00%

0 0.00%
0 0.00%
0 0.00%
1 1.22%
1 1.22%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
3 3.66%
0 0.00%

Page 8 of 14
 FLORA HOSPITALITY PROBLEM EXP04/26/2021
1 1.22%
0 0.00%
0 0.00%
0 0.00%
2 2.44%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

8 9.76%

0 0.00%
0 0.00%
1 1.22%
0 0.00%
2 2.44%
3 3.66%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
1 1.22%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

7 8.54%

1 #DIV/0!
0 0.00%
5 6.10%
3 3.66%
3 3.66%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
1 1.22%
0 0.00%
0 0.00%
3 3.66%
4 4.88%
0 0.00%
0 0.00%
1 1.22%
3 3.66%
3 3.66%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

Page 9 of 14
 FLORA HOSPITALITY PROBLEM EXP04/26/2021

0 0.00%
0 0.00%
1 1.22%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00% 80
0 0.00%
0 0.00%

28 34.15%

0 0.00%
2 2.44%
0

0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00% 14
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

- -

4 4.88%
0 0.00%
0 0.00%
1 1.22%
0 0.00%
6 7.32%
0 0.00%
1 1.22%
0 0.00%
0 0.00%
0 0.00%
1 1.22%
1 1.22%
1 1.22%
0 0.00%
0 0.00%
0 0.00% 72
0 0.00%
1 1.22%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%
0 0.00%

16 0

82 100.00%

Page 10 of 14
FLORA HOSPITALITY
Problem TrackerPROBLEM EXP04/26/2021
shows all Problems even if it Open or Close or other stats in Creek

Page 11 of 14
No Number of Details of Problems Experienced Corrective Action/s Detail
Problem or Problem Area Department
PE

Cleanliness - Room 2 started deep cleaning for guest rooms rigourously to avoid complains and
spot checks.
Cleanliness - Floor 1 Started marble polishing for guest rooms.
Cleanliness - Bathroom 1 started deep cleaning for guest rooms rigourously to avoid complains and
spot checks.
Kettle dirty 1 deep cleaning of kettles already completed will make this on every 2 months
1 11 OVERALL HOUSEKEEPING SERVICE HK schedule
Amenities - Not provided 3 given training for amenities replishment to staff

Amenities in the room not replenish 1 slippers and dental kit are on request.
HK Service (Slow, Not Efficient, Not Responsive) 2 we are giving room cleaning and requests as per the priorities. Briefed team
to attend OTA request on top priorities

Location 2 Updated on Google & other prominent websites

Parking Facilities 3 Parking to be thoroughly monitored by Security.
2 6 OVERALL OTHER SERVICES OVERALL OTHER SERVICES
Non Smoking Policy 1 Hotel is Non Smoking

Front Office Service/Competency/Staff Attitude 1 On job training are on going on related to basic service standards ,
behavioral & attitude based . Each & every comments are sharing with team
Refund not processed 1 on daily basis , in case of any FO related comments discussing with concern
3 5 OVERALL FO FO Early Check-in Charges 1 team members .
Guest Preferences Not Acknowledged / Honoured 2
Water discolor issues temporary rectified need clarifier quoting to be
finalize, now the complaints we are receiving due to hot water line not using
Water Dicoloration 1 more than 3 days then the water will color for few seconds
Mini Bar Not Cooling 1 Minibar heating element issues still there ,we need to schedule the cabinet
Air went modification work for permanent solution
Shower Problem 1 Only to assist the guest how to use the shower mixer
4 4 OVERALL SOMETHING NOT WORKING ENG

We have only 50 free to air channels, 5 channels are not working we

Variety of Channels 1
already received one quotation waiting for one more quote.

Variety / Selection of Food 2 Food promotions in place and new options to try for variety.

Overall Breakfast Experience - No Specifics Provided 1

14 days cyclic breakfast menu with more variety going to be implemented.
Balcony Small/Not in Line with expectations 1 Hotel Structure cannot change
Rooms are not Soundproof 1 Hotel is not sound proof
Responsible Person/s Projected Date of Completion
No Number of Problem or Problem Area Details of Problems Experienced Corrective Action/s Detail Responsible Person/s Projected Date of Completion
Department
PE

Cleanliness - Room 4 started deep cleaning for guest rooms rigourously to avoid complains and
spot checks.
Cleanliness - Floor 3 Started marble polishing for guest rooms.
Cleanliness - Bathroom 3 started deep cleaning for guest rooms rigourously to avoid complains and
spot checks.
Cleanliness - Furniture 1 started deep cleaning for guest rooms rigourously to avoid complains and
spot checks.
Amenities - Not provided 3 slippers and dental kit are on request.
1 26 OVERALL HOUSEKEEPING SERVICE 17 HK
Kettle dirty 1 deep cleaning of kettles already completed will make this on every 2 months
schedule
Amenities in the room not replenish 3 given training for amenities replishment to staff
Cleanliness - Generic 3 started deep cleaning for guest rooms rigourously to avoid complains and
spot checks.
HK Service (Slow, Not Efficient, Not Responsive) 4 we are giving room cleaning and requests as per the priorities. Briefed team
to attend OTA request on top priorities
Cleanliness - Shower 1 engineering
Location 4 Updated on Google & other prominent websites
Value of Money 1 Enhance service standards for guest to feel value for their money
Parking Facilities 6 Parking to be thoroughly monitored by Security.
Non Smoking Policy 1 Hotel is Non Smoking
Accessibility to hotel 1 Updated on Google & other prominent websites
2 18 OVERALL OTHER SERVICES 10 OVERALL OTHER SERVICES
Staff Shortage 1 Trainings on behaviour / effective guest communication & guest service to
be given
Noise External & Nearby Construction 2 Room change/ upgrade on avaoilability
Management Response not Satisfactory 1 Ensure timely response and it meets guest satisfaction
Problem Not Resolved 1 Emphasis on guest issues and problem resolving

Water Dicoloration 3 Water discolor issues temporary rectified need clarifier quoting to be
finalize, now the complaints we are receiving due to hot water line not using
more than 3 days then the water will color for few seconds
3 9 OVERALL SOMETHING NOT WORKING ENG Mini Bar Not Cooling 1 Minibar heating element issues still there ,we need to schedule the cabinet
Air went modification work for permanent solution
Shower Problem 1 Only to assist the guest how to use the shower mixer
Signal 1

Variety of Channels 3 We have only 50 free to air channels, 5 channels are not working we
already received one quotation waiting for one more quote.
Front Office Service/Competency/Staff Attitude 2 On job training are on going on related to basic service standards ,
Refund not processed 1 behavioral & attitude based . Each & every comments are sharing with team
on daily basis , in case of any FO related comments discussing with concern
4 8 OVERALL FO FO Early Check-in Charges 1 team members .
Guest Preferences Not Acknowledged / Honoured 3
Check-in Slow 1
Carpet/Wooden Floor - Quality/Aged 1 Regular cleaning & maintenance in pprogress
Balcony Small/Not in Line with expectations 1 Hotel Structure cannot change
4 7 OVERALL ROOM PRODUCT Room Product
Room View 3 Room upgrades based on availability
Rooms are not Soundproof 2 Hotel is not sound proof
Buffet Breakfast Not Available / Options 1
Changes in the buffet menu according to the nationality mix as done
6 5 OVERALL FOOD & BEVERAGES F&B Variety / Selection of Food 2 Food promotions in place and new options to try for variety.

Overall Breakfast Experience - No Specifics Provided 2

14 days cyclic breakfast menu with more variety going to be implemented.